Case Study: Health New England achieves massive virtual care adoption (Medicaid +166%, Medicare +400%) with Teladoc Health

Virtual care is becoming the new normal for Medicare and Medicaid

Health New England, a regional health plan serving Medicare Advantage and Managed Medicaid members, faced rising emergency room and urgent care costs and members delaying care due to cost. In 2018 the plan partnered with Teladoc Health to extend virtual care services as a high-quality, cost-effective alternative for non-urgent and chronic care needs.

Teladoc Health implemented a tailored engagement strategy—including targeted communications, member outreach, promotion at health fairs, and $0 copays—to overcome barriers like transportation and redirect care from high-cost settings. The result was sustained adoption through COVID-19 and dramatic utilization gains: Medicaid virtual visits rose 166% and Medicare visits rose 400% year-over-year (2019–2020), improving access to U.S. board-certified physicians and reducing reliance on urgent and emergency care.

Health New England

Robert Azeez

Behavioral Health Manager